Job Responsibilities
Handles customer requests/issues/questions in a professional manner and strives to deliver a first time resolution service
Meets defined KPIs including NPS and sales
Processes transactional activities in line with Vodafone standards policies and processes
Provides accurate and timely information by fully investigating all customer enquiries using all available equipment and applications to ensure that incidents and problems are resolved efficiently and within SLAs
Exchanges information effectively to direct customer requests/issues/questions/complaints to the relevant teams for action (eg to activate services solve claims and complaints apply discounts)
Uses time proactively and efficiently to deliver on service targets
Provides feedback and suggestions to develop and improve customer experience in respect of call trends / drivers
Good understanding of Vodafone products services systems policies and processes in order to effectively deal with a variety of questions and customer transactions
Effectively interacts with stakeholders where necessary to assist with efficient query/complaint resolution
Acts as an advocate of Vodafone protecting the reputation by following Vodafone�s Brand Tone of Voice
Performs other job-related duties or tasks defined by the supervisor or resulting from assigned agendas
Skills
Digital Advocacy
Customer Journey Knowledge
Ownership
Building Rapport
Resilience
Expert Advice
Expert Communication
Empathy
apply from here 
